Towing Dispatcher – High Stress, Problem Solving, Shift Work

About the Company

RAC Motoring Services has been at the forefront of roadside assistance and vehicle breakdown recovery in the UK for over a century. We are committed to keeping Britain moving, providing peace of mind and swift support to millions of motorists. Our dispatch teams are the nerve centre of our operations, coordinating critical services to members in need across the country.

Job Description

Are you a master multi-tasker with an unshakeable calm under pressure? RAC Motoring Services is seeking a dedicated and resilient Towing Dispatcher to join our fast-paced Portsmouth operations centre. This role is not for the faint of heart; it demands exceptional problem-solving skills, rapid decision-making, and the ability to manage multiple unfolding situations simultaneously. You will be the crucial link between our members experiencing breakdowns and our recovery patrols, ensuring timely and efficient service delivery in often high-stress scenarios. This is a shift-based role, covering 24/7 operations, including nights, weekends, and holidays. If you thrive in a challenging environment and are driven by helping others in their time of need, we want to hear from you.

Key Responsibilities

• Receive and prioritize incoming calls and digital requests for towing and roadside assistance.
• Accurately assess breakdown situations and determine the appropriate response, including type of recovery vehicle and required tools/skills.
• Dispatch recovery patrols efficiently using advanced telematics and dispatch software.
• Monitor the real-time location and status of all dispatched patrols and ongoing jobs.
• Provide clear and concise instructions to patrol drivers and maintain continuous communication.
• Liaise with members, providing updates and managing expectations regarding estimated arrival times and service details.
• Manage unexpected issues, such as delays, vehicle issues, or complex recovery scenarios, with urgency and effective problem-solving.
• Accurately record all call details, dispatch actions, and job outcomes in the system.
• Maintain a high level of situational awareness and proactively identify potential service disruptions.
• Adhere to all company policies, safety protocols, and regulatory requirements.
• Collaborate effectively with team members and other departments to ensure seamless operations.

Required Skills

• Minimum 1 year of experience in a dispatch, logistics, or emergency services coordination role.
• Exceptional communication skills, both verbal and written, with the ability to convey critical information clearly and calmly.
• Proven ability to perform under high pressure and make quick, sound decisions.
• Strong geographical knowledge of the Portsmouth area and surrounding regions.
• Proficiency with dispatch software, GPS systems, and standard office applications.
• Excellent organizational skills and the ability to prioritize tasks effectively.
• Customer service orientation with empathy and patience.
• Ability to work various shifts, including nights, weekends, and public holidays.
• Strong problem-solving aptitude and a proactive approach to challenges.
• Ability to multi-task and manage multiple calls/situations simultaneously.

Preferred Qualifications

• Previous experience in the automotive or roadside assistance industry.
• Knowledge of vehicle mechanics or common breakdown issues.
• Experience with multi-line phone systems.
• Emergency medical dispatch or similar certifications.

Perks & Benefits

• Competitive annual salary with shift differential pay.
• Comprehensive health and wellness benefits package.
• Generous pension scheme.
• Employee assistance program.
• 25 days annual leave plus bank holidays.
• Opportunities for professional development and career advancement.
• RAC breakdown cover for personal vehicle.
• On-site parking.
• Vibrant and supportive team environment.

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